Assoc Business Operation Analyst

About Gen:

Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award-winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries.

Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We’re always looking for smart, fearless and high-impact talent who see AI as a teammate – leveraging it to move faster and deliver meaningful results.

When you’re part of Gen, you’ll have the flexibility, tools and support to do your best work and grow your career – from flexible working options and time off to competitive pay, benefits and well-being programs.

At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You’ll work with people who back each other, respect each other and understand that our differences are a competitive advantage.

If this sounds like you, we’d love you to be part of Gen.

About the role:

The Associate Business Operations Analyst protects the profitability of the organization by providing world-class service support and 100% accuracy in member fulfillment. This role will consist of customer requests that require manual intervention and delivery of services while following strict PCI guidelines and meeting established service level agreements.

Responsibilities to include processing the removal of member information located within several brokers within the established service level agreement while upholding Gen’s guiding principles This role ensures account processing is completed and documented within approved company performance guidelines and systems while striving to uphold Gen’s guiding principles of loyalty, integrity, empathy, leadership, ownership, collaboration, and knowledge.

Key Responsibilities:

Manage translation and advancement of incoming member request within strict SLAs.

Follow established procedures ensuring accurate account processing for opt-out of member's information from respective data brokers

Respond in a timely and effective manner to member request/queries in the SFDC tool

Identify, analyze, and interpret trends or patterns in complex data brokers opt-out pattern

Surface data-driven recommendations to simplify processes, reduce manual work, and improve the customer experience.

Collaborate with internal and external partners where fulfilment steps touch third-party platforms

Experience using AI/automation tools (e.g., AI assistants, AI features in spreadsheets/BI tools, knowledge-management search) to improve productivity, analyse data, or draft/process documentation, with strong human review

Display ability to perform in a consistent, reliable, dependable, and responsive manner with minimal supervision

Able to identify and report patterns in system and process deviations to management

Remain updated with changing products, services, and marketing promotions

Display adaptability to programs and policies

Display sound problem-solving and deductive reasoning skills

Display analytical thinking, organizational skills, and multi-tasking capabilities

To ensure that you can achieve this, you are expected to always be up-to-date with Gen policies and procedures and the functionality of our products. We also expect you to show the highest commitment to our customers and the Gen brand.

You may manage or participate in projects where required. Advice on training needs (product-related or otherwise) when necessary. Liaise with other regional departments to respond to queries and work with other company departments to resolve process issues.

About You:

Customer Service experience or Privacy operations

Strong proficiency with Salesforce, ServiceNow/Jira, and contact center platforms.

Self-directed and self-motivated – able to work independently on a variety of tasks.

Must be well organized and able to effectively manage own time

Demonstrated ability to stay calm, professional, and solutions-oriented under pressure and tight deadlines.

Must possess excellent communication skills, including verbal, written, interpersonal and coaching

Ability and desire to effectively multitask and adapt to changing workloads in a fast-paced support environment.

Comfortable working in a structured, ticket-driven environment with a strong focus on accurate documentation and process compliance.

Demonstrated ability to think critically and analyze and interpret data independently

Sense of urgency in performance of duties

Interpersonal skills that promote collaboration and productivity

Ability to protect all forms of highly confidential and proprietary business information and ability to maintain the highest standards of privacy and security.

Ability to follow and abide by all information and security policies and practices.

Track record of collaborating effectively across teams and influencing without direct authority

Experience applying AI or advanced analytics to operations (e.g., queue prioritization, root-cause analysis, or process optimization)

What's Next...

After you submit your application, you can expect the following steps in the recruitment process:

TA Call

Technical Interview

Final Interview - Hiring Manager (Virtual or face-to-face)